2013

Jeans, Babies, and Loyalty

MaritzCX

When it comes to customer experience, retailers and most restaurants are struggling. We can see this clearly from our CEBenchmarks™ program, which tracks customer experience activity across eleven different industries.

3 Reasons Customer Service Management Software is More Critical Today

Win the Customer

Customer service management software and CRM focuses on providing more efficient ways to unify business activities to carry out more effective customer service actions contributing to a better service experience.

Augmented Reality As a Selling Tool

MaritzCX

One of the many benefits of having kids in university is that it keeps you more current on technology than, perhaps, you might normally be. Our oldest son (the future mechanical engineer) showed me something this past weekend that was, frankly, remarkable.

Tools 283

Year In Review: Our Ten Most Read Blog Posts of 2013

MaritzCX

We covered a lot of ground here on the Allegiance blog in 2013, from program design recommendations to leadership lessons to industry trends. Here’s a chance to catch up on what you missed by reviewing our ten most read posts from this year. Enjoy!

Trends 260

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Customers. Culture. Commitment.

MaritzCX

I have learned some valuable things during my first year as CEO of Allegiance and would like to share a few of them with you. Customers. One of my favorite things this past year has been meeting customers. When our customers are successful we are successful as a company.

More Trending

L’Chaim! Bringing data to life

MaritzCX

Remember when those magical words “once upon a time” promised an exciting story? We strive for the same excitement, or level of persuasion, when storytelling with data but we often miss the mark.

Data 260

L’Chaim! Bringing data to life

MaritzCX

Remember when those magical words “once upon a time” promised an exciting story? We strive for the same excitement, or level of persuasion, when storytelling with data but we often miss the mark.

Data 260

L’Chaim! Bringing data to life

MaritzCX

Remember when those magical words “once upon a time” promised an exciting story? We strive for the same excitement, or level of persuasion, when storytelling with data but we often miss the mark.

Data 260

Glad I Was Able to Help

MaritzCX

On Friday morning, the day after Thanksgiving, I placed an online order for a Christmas gift for my wife. I was pleased to see that the product she wanted was “in stock,” and that I would be able to get it using “standard shipping” within 2-6 days.

260
260

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

Glad I Was Able to Help

MaritzCX

On Friday morning, the day after Thanksgiving, I placed an online order for a Christmas gift for my wife. I was pleased to see that the product she wanted was “in stock,” and that I would be able to get it using “standard shipping” within 2-6 days.

260
260

It’s Time to Climb out of Our Customer Experience Measurement Box

MaritzCX

My colleague, Michael Allenson, has some additional points about the customer journey which are both valuable and pertinent, especially as they relate to the potential shortcomings of CRM. As always, any and all comments are welcome.

It’s Time to Climb out of Our Customer Experience Measurement Box

MaritzCX

My colleague, Michael Allenson, has some additional points about the customer journey which are both valuable and pertinent, especially as they relate to the potential shortcomings of CRM. As always, any and all comments are welcome.

Forget the customer experience: you have to remember the customer first

MaritzCX

How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team?

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

Forget the customer experience: you have to remember the customer first

MaritzCX

How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team?

Getting customers to respond to your survey is now easier

MaritzCX

I was meeting with a well-known brand’s insight manager earlier this week and we had discussed the usual challenges that a medium sized retailer has. We had talked about some of our innovations and how they could help his brand improve customer satisfaction and loyalty.

Survey 260

Engaging surveys for your customers so they give valuable feedback

MaritzCX

You remember last week that we posed the questions: How do your customers respond to the (Maritz enabled) survey and when they do, how do you engage with them? Last week, we answered the first part and this week I’ll answer the second part. So, to pick up where we left off……. So, how do.

Mobile rendering vs optimisation: what’s the difference?

MaritzCX

One of the great things about working at Maritz is that although we are the world’s largest performance improvement company, turning over in excess of $1bn a year, because we are still privately held we can have a really flexible, boutique approach.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

How SmartProbe™ helps you improve brand performance

MaritzCX

In the last blog I introduced you to our mobile survey optimisation technology. Now I would like to show you how it fits in with our SmartProbe™ innovation – a unique online verbatim probing tool. Do you remember the old days when most surveys were telephone based?

Brands 260

You can’t just build it and hope that they will come

MaritzCX

I was fortunate enough to be a judge once more at the UK Customer Experience awards last week, writes Andy Wand. A very well run event with lots of candidates and brands across many sectors. It’s a long and busy day with judging (72 awards by numerous judging panels) in the morning followed by the.

Brands 260

The Unexpected Customer

MaritzCX

Some friends of mine asked me to give up a workday and volunteer time at the local thrift store. Our local thrift store asks for volunteers to get the community more engaged in their efforts.

Best. Day. Ever.

MaritzCX

When our Marketing department challenged us to come up with our Best Day Ever at Maritz stories, I thought back over the last seven years and had several different occasions come to mind. I thought of my unique interview experience when I first came to Maritz in 2006.

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

Getting customers to respond to your survey is now easier

MaritzCX

I was meeting with a well-known brand’s insight manager earlier this week and we had discussed the usual challenges that a medium sized retailer has. We had talked about some of our innovations and how they could help his brand improve customer satisfaction and loyalty.

Survey 260

Engaging surveys for your customers so they give valuable feedback

MaritzCX

You remember last week that we posed the questions: How do your customers respond to the (Maritz enabled) survey and when they do, how do you engage with them? Last week, we answered the first part and this week I’ll answer the second part. So, to pick up where we left off……. So, how do.

Mobile rendering vs optimisation: what’s the difference?

MaritzCX

One of the great things about working at Maritz is that although we are the world’s largest performance improvement company, turning over in excess of $1bn a year, because we are still privately held we can have a really flexible, boutique approach.

How SmartProbe™ helps you improve brand performance

MaritzCX

In the last blog I introduced you to our mobile survey optimisation technology. Now I would like to show you how it fits in with our SmartProbe™ innovation – a unique online verbatim probing tool. Do you remember the old days when most surveys were telephone based?

Brands 260

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.